Shoppers speak out over online service

New safeguards in place as customers rush to know their rights

MORE consumers are seeking advice about online shopping rights as new rules are introduced to increase protection.

Analysis for The Sunday Times by Citizens Advice found there were 120,417 inquiries about online-related problems in the year to April — a rise of 4% on the previous 12 months. The most common complaints related to faulty goods, misleading sales and delivery issues.

The data flags up increasing customer concern about online shopping orders as more people buy goods and services over the internet. Online purchases as a proportion of total non-food sales have risen from 15% in 2012 to 19% this year, according to the British Retail Consortium.

Gillian Guy, chief executive of Citizens Advice, said: “Consumers are increasingly getting help with their internet shopping gripes from Citizens Advice as people are being turned off by sellers who short-change them.”

However, new EU rules took effect this month aimed at protecting people